Patient Experience Specialist

5 days ago

Austin, Texas, United States Sleep Data Services LLC Full time
Job Overview

Sleep Data Services LLC is a leading provider of innovative sleep solutions, and we're seeking an experienced Patient Experience Specialist to join our team.

Estimated Salary Range:

$45,000 - $60,000 per year

About the Role

This is a fully onsite position working in our Austin, Texas clinic, where you'll provide high-level patient service and support. Your key responsibilities will include answering inbound calls, escalating issues to Respiratory Therapists as needed, executing mask refit sales orders, and troubleshooting patient equipment issues.

Duties and Responsibilities
  • Assist the Coaching Team by answering inbound calls through the Coaching ACD group and escalate to Respiratory Therapist/Sleep Care Specialist III as needed per scope of practice
  • Execute Coaching Team mask refit sales orders and submit for reimbursement through manufacturer portals
  • Answer all patient or patient-related calls or chats and gauge needs to initiate appropriate action according to established policy and procedures
  • Troubleshoot issues related to patient equipment or therapy according to policy and procedures
  • Escalate issues to the appropriate party according to policy and procedures
  • Make initial outbound calls to patients as a representative for the Coaching team
  • Review patient files, both electronic and hard copy, for accuracy and compliance with BetterNight policy and procedures
  • Make notes in files and Brightree system as required by company policy and procedures, and current health care standards
  • Download usage and therapy data from PAP devices per BetterNight policy and procedures
  • Return devices and other returned equipment into appropriate inventories within the Brightree system
  • Ensure all area-related price quotes given to customers/patients are appropriate and meet current company pricing policy
  • Explain co-pays and insurance coverage to patients as necessary
  • Act as a resource (identify problems and provide solutions, implementing procedures, as needed) for all respiratory, OAT, and other HME equipment (indications, operation, maintenance, etc.) currently supplied by the company, as appropriate
  • Serve as an advocate for the patient and act as a liaison with other members of the healthcare team, when required
  • Follow Policies and Procedures for the receiving, bagging and tagging, cleaning, disinfecting, and testing of equipment
  • Responsible for keeping all patient charts and information orderly, confidential, current, and HIPAA compliant at all times
  • Promote Company services and act as a Company representative
  • Manage the Coaching ACD group voicemail and deliver messages to the Sleep Care Specialist III in a timely fashion
  • OAT follow-up, including calls and scheduling
  • Email/Fax compliance reports, notes to MD offices
Requirements

To be successful in this role, you'll need a High School diploma or GED and 1 year of customer service experience, preferably in a healthcare or medical field. You must also be able to make and take a high volume of telephone calls, de-escalate upset patients, and provide excellent customer service. Additionally, you'll need to be knowledgeable in equipment usage and maintenance, Infection Control, and Universal Precautions. Spanish language skills are a plus but not required.

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